About the opportunity
Will be the nerve center of our customer support operations. You'll monitor real-time performance across phone, chat, and email channels, proactively identifying and resolving service level deviations before they impact customers. You'll lead a team of real-time analysts, coaching them to excellence while serving as the primary escalation point for operational challenges. Your decisions will balance customer experience, employee wellbeing, and business efficiency. You'll create and maintain playbooks for intraday management, execute tactical interventions including schedule adjustments and overtime management, and collaborate with Planning, Scheduling, and Operations teams to optimize resource allocation. You'll analyze performance metrics, identify patterns, and drive continuous improvement across all aspects of workforce management.
What you need to be successful
· 5+ years of experience in workforce management with demonstrated success in real-time operations
· Minimum 2 years managing and developing teams in fast-paced, high-volume environments
· Deep expertise in WFM systems (Aspect, Verint, NICE IEX, Genesys, or similar platforms)
· Proven ability to analyze complex data and translate insights into immediate action
· Strong decision-making skills with experience managing competing priorities under pressure
· Excellence in communication and collaboration across cross-functional teams
· Experience with forecasting, capacity planning, scheduling, and intraday management
Who we are
foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
